Customer Service Coordinator Job Description
A Customer Service Coordinator organises and oversees daily customer support activity, ensuring enquiries are handled promptly, orders and issues are chased through to resolution, and the team consistently meets service targets. This template helps employers advertise a coordinator-level role that combines hands-on customer work with basic people and process management.
What does a Customer Service Coordinator professional do?
Coordinates day-to-day customer service operations, supervises frontline staff, monitors performance and drives improvements to meet SLAs and customer expectations.
Customer Service Coordinator job description template
Use this employer-ready example as a starting point, then replace the placeholders and adjust the content so it accurately reflects your vacancy.
Customer Service Coordinator
About the role
We are recruiting a Customer Service Coordinator to join our [team/department] in [Location]. You will manage customer enquiries across phone, email and web channels, support and coach the customer service team, monitor service metrics and work with sales, logistics and technical teams to resolve escalations. This is a [Full-time/Part-time], [Permanent/Fixed-term] role. Salary: [Salary range]. Hours: [Hours / shift pattern].
Key responsibilities
- Respond to and prioritise customer enquiries via phone, email and live chat, and ensure timely, accurate answers
- Escalate and manage complex or technical complaints to the appropriate internal teams and follow through to resolution
- Coordinate order processing and track fulfilment with sales, warehouse and logistics teams to meet delivery targets
- Monitor daily and weekly KPIs (response times, resolution rates, CSAT) and prepare summary reports for management
- Coach and support frontline customer service staff; run regular briefings and share updates to maintain consistent messaging
- Maintain and update customer-facing knowledge bases, FAQs and process documentation
- Schedule team rotas and manage cover for peak times or staff absence
- Suggest and help implement improvements to processes and systems to reduce repeat enquiries and speed up resolution
Essential skills and experience
- Minimum 2 years' experience in a customer service or support role, with demonstrable responsibility for day-to-day coordination
- Clear verbal and written communication skills and a professional telephone manner
- Experience using a CRM, ticketing system or contact centre tools
- Strong organisational skills with the ability to prioritise and manage competing enquiries
- Numerate and comfortable working with basic performance metrics and reporting
- Ability to handle complaints calmly and follow escalation procedures
Desirable
- Experience supervising or coaching a small customer service team
- Familiarity with order management or logistics processes
- Additional language skills relevant to your customer base
- Experience contributing to process improvement or knowledge-base development
- Formal customer service or management training (e.g. NVQ, ILM) — advantageous but not required
What we offer
- [Pension scheme with employer contribution]
- [Annual leave entitlement + public holidays]
- [Flexible / hybrid working options where applicable]
- [Professional development and training budget]
- [Employee assistance programme or wellbeing support]
- [Discounts or salary sacrifice schemes]
How to apply
Apply with your CV and any additional information requested. Make the interview process, closing date and any assessment stages clear where known.
Use this as a starting point rather than a final advert. The strongest version will reflect the real role, salary, location, systems, responsibilities, benefits and working arrangements.
What is a Customer Service Coordinator role?
A Customer Service Coordinator organises the day-to-day activity of a customer service operation, ensuring enquiries are handled efficiently and standards are met. They bridge frontline contact handling and internal teams (sales, logistics, technical) to resolve issues, maintain service documentation and support staff. The role requires methodical organisation, strong communication and the ability to use CRM or ticketing systems to track performance and improve processes.
Core purpose
Ensure consistent, timely responses to customers and coordinate internal actions to resolve enquiries and orders.
Typical day
Triage enquiries, support teammates, chase outstanding actions and review KPIs to identify issues.
Who they work with
Frontline service staff, sales, logistics/operations and technical teams to resolve customer issues.
Working pattern
Often office-based with set shifts; may include occasional early/late or weekend cover depending on customer hours.
Typical Customer Service Coordinator responsibilities
Responsibilities should reflect the real scope of the vacancy rather than every task someone in this profession might ever complete.
Respond
Respond to and prioritise customer enquiries via phone, email and live chat, and ensure timely, accurate answers
Escalate
Escalate and manage complex or technical complaints to the appropriate internal teams and follow through to resolution
Coordinate order processing
Coordinate order processing and track fulfilment with sales, warehouse and logistics teams to meet delivery targets
Monitor daily
Monitor daily and weekly KPIs (response times, resolution rates, CSAT) and prepare summary reports for management
Coach
Coach and support frontline customer service staff; run regular briefings and share updates to maintain consistent messaging
Maintain
Maintain and update customer-facing knowledge bases, FAQs and process documentation
Schedule team rotas
Schedule team rotas and manage cover for peak times or staff absence
Suggest
Suggest and help implement improvements to processes and systems to reduce repeat enquiries and speed up resolution
Customer Service Coordinator skills and experience to look for
Keep the essential list focused on what the person really needs to perform the role. Move useful-but-trainable experience into desirable criteria.
Usually worth prioritising
- Minimum 2 years' experience in a customer service or support role, with demonstrable responsibility for day-to-day coordination
- Clear verbal and written communication skills and a professional telephone manner
- Experience using a CRM, ticketing system or contact centre tools
- Strong organisational skills with the ability to prioritise and manage competing enquiries
- Numerate and comfortable working with basic performance metrics and reporting
- Ability to handle complaints calmly and follow escalation procedures
Useful where relevant
- Experience supervising or coaching a small customer service team
- Familiarity with order management or logistics processes
- Additional language skills relevant to your customer base
- Experience contributing to process improvement or knowledge-base development
- Formal customer service or management training (e.g. NVQ, ILM) — advantageous but not required
See our guide to what to include in a job advert before publishing.
How to write a Customer Service Coordinator job advert
Small role-specific details can make the advert much easier for suitable candidates to assess.
Be specific about hours and shifts
List the expected working pattern, rota details and any out-of-hours or weekend cover so candidates know if it fits their availability.
State key tools and systems
Name the CRM, ticketing or order systems used (or describe them) so applicants can assess their technical fit.
Define the scope of responsibility
Make clear whether the role includes people management, rota planning, supplier liaison or just case coordination.
Include measurable expectations
Mention the main KPIs (e.g. response time, first-contact resolution, CSAT) and typical team size to set realistic expectations.
Customer Service Coordinator salary considerations
Do not quote a single market figure here. Pay for a Customer Service Coordinator varies widely across industries and locations. Explain the factors that determine salary and the range you offer when you advertise the vacancy.
depending on experience
- Use a genuine range
- Separate variable pay
- Avoid “competitive” alone
- Match salary to seniority
What Customer Service Coordinator candidates will want to know
Practical details can influence whether a suitable candidate applies, even when the title and salary are attractive.
What are the typical working hours and rota?
Experienced candidates need to know shift patterns, weekend cover and any flexibility for hybrid working.
How large is the team and who will they report to?
Clarify team size, direct reports (if any) and the role's manager to show scope and progression opportunities.
Which systems and tools does the team use?
Specify the CRM, ticketing, order management or telephony systems so candidates can assess technical fit.
What KPIs or targets must be met?
Be clear about primary performance metrics such as response time, first-contact resolution and CSAT scores.
What training and progression are available?
Candidates want to know if there is on-the-job training, leadership development or a clear path to manager roles.
Where to post a Customer Service Coordinator job
This role should be advertised across general UK job boards and professional networks to reach active jobseekers, while also appearing on sector-specific sites that match your customer base (retail, logistics, SaaS support, etc.). Use LinkedIn or industry forums to reach experienced coordinators and local recruitment channels or community boards for roles requiring office-based attendance. Consider paid boosts or agency support if you need rapid coverage for multiple vacancies.
Related customer service / operations job descriptions
Recruiting for a slightly different role? These templates may be a closer fit.
Customer Service Coordinator job description FAQs
How long should a Customer Service Coordinator advert be?
Keep the advert concise — one short paragraph about the role, a clear list of key responsibilities and 6–8 bullet points for essential requirements. Include practical details such as hours, location and the main KPIs.
Should I require a specific qualification?
Formal qualifications are not usually essential for this role. Prioritise relevant experience, CRM familiarity and evidence of handling escalations or supervising staff. Note any preferred training in the desirable section.
How do I assess candidates' customer-handling skills?
Use scenario-based interview questions, role-play or a short written exercise that reflects typical enquiries. Check references for reliability under pressure and examples of process improvement or coaching.
When is agency help appropriate?
Use an agency if you need to fill multiple roles quickly, require specialist sector experience, or lack internal recruitment capacity. For single, local hires, direct advertising and internal promotion are often more cost-effective.
What should I include about career progression?
Mention typical next steps such as senior coordinator, team leader or customer service manager roles and any internal training or mentoring available to encourage applicants looking to develop.
Ready to hire a Customer Service Coordinator?
Post your vacancy with a clear brief on hours, systems and KPIs to attract well-matched candidates. If you’d like help reaching suitable applicants, consider targeted job boards, professional networks or recruitment specialists for this role.
